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Guest Reviews

Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.

Review
Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
85%
Recommend This Property

Overall Experience

4.1

based on 519 reviews
85%
Recommend This Property

Ratings Breakdown

519reviews

  • 5 Stars
    263
  • 4 Stars
    138
  • 3 Stars
    51
  • 2 Stars
    35
  • 1 Stars
    32

The Most Inept Customer Service in The Hospitality Industry

By

September 03, 2021

If you’re reading this review, that means you care about customer service. If you’re also like me who talked myself into checking in to this hotel despite scrolling through all the negative reviews, I encourage you to please stop right now and LOOK SOMEWHERE ELSE. It is not worth it.

I thought, what’s the worse that could happen?! Well apparently with this hotel, something is bound to.

Called and made our reservation— the lady said the shuttle runs 24 hrs. This was specifically important to us with our flight out of O’hare at 5:30 AM. We checked in and front desk said the first shuttle leaves at 5 AM and “central reservation is often confused about shuttle hours”
I said, ok would it be possible to get in an hour early? No. Would it be possible to get compensated of some sort since clearly, we were having this discussion due to an internal miscommunication? No. Instead, front desk said “we’d be more than happy to cancel your reservation”

Yes folks. They don’t care about your business. They’re not interested in customer service. This is particularly surprising after losing business from the COVID shutdowns and the unfavorable PR they have received since 2017 from the terrible incident that happened in this particular location.

They didn’t care that it was 7 PM and we had to scramble arrangements for a 5:30 AM flight. They’d be more than happy to lose your business rather than inconveniencing them with a situation they caused. The front desk also said there are no other hotels around the area who shuttles to the airport around the clock. However upon walking to the hotel across the street, we were informed their shuttle starts at 3:30 AM.

Finally, if you’re PARKING here for your trip, know that their shuttle doesn’t run as frequent as the other hotels. We waited 30+ mins but the other group next to us must have missed their window and have been waiting close to an hour. We pull in to the Crowne Plaza parking lot and saw at least 4 shuttles just parked and not being used. Smart! While waiting for our shuttle at the airport, we have noticed several other hotels and parking lot shuttles run more frequently, about 2-3x more than Crowne.

Again, I would encourage you to stay somewhere else if you have gone this far reading this review. Whether you are staying overnight or just PARKING, if something goes wrong, this hotel is NOT interested in helping.

Crowne Plaza in Rosemont has one of the most INEPT customer service, they LACK HUMILITY and have DESPICABLE process that set-up their brand, business and character to failure.

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The Most Inept Customer Service in the Hospitality Industry

By

August 31, 2021

If you’re reading this review, that means you care about customer service. If you’re also like me who talked myself into checking into this hotel despite scrolling through all the negative reviews, I encourage you to please stop right now and look somewhere else. I thought, what’s the worse that could happen?! Well apparently with this hotel, something is bound to.

Called and made our reservation— the lady said the shuttle runs 24 hrs. This was specifically important to us with our flight out of O’hare at 5:30 am. We checked in and front desk said the first shuttle leaves at 5 and “central reservation is often confused about shuttle hours”. The front-desk also said there are no shuttles in the area that run that early; turns out the hotel on the other side runs starting at 3:30 am.

I said, ok is there anyway possible to squeeze in an hour early? No. Anyway we can get compensated of some sort since this was obviously an internal miscommunication? No. Instead, front desk said “We’d be more than happy to cancel your reservation”.

Yes folks. They don’t care about your business. They’re not interested in customer service. They didn’t care that it was 7pm and we had to scramble for a 5:30am flight. Also pretty surprising business is not as important to the staff after losing several business from COVID-19 and the terrible PR they have gotten since the terrible incident in 2017.

Finally, if you’re parking here for your trip, know that their shuttle doesn’t run as frequent as the other hotels. We waited 30 mins but the other group next to us must have missed their window and have been waiting close to an hour. When we finally pulled in to Crowne, we saw at least 4 shuttles that are just parked there. SMART! Other hotels around the area must be running at least every 15 mins based on observations made while waiting for ours.

Crowne Plaza in Rosemont has one of the most INEPT customer service I've ever experienced, and so will you.

If you want INCOMPETENCY, LACK OF HUMILITY AND DESPICABLE PROCESSES, check-in here.

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Parking long term was a nightmare!

By

February 23, 2020

Overall, the hotel, staff, and airport shuttle were great. However, there was NO WHERE to park even with a reservation. Drove around for over a half hour, the parking attendant tried to put me is a spot where I couldn't open my car door. He finally found a spot but I wasn't sure I wouldn't be towed! Upon returning from my trip late at night, I didn't feel safe walking to my car. There were people lurking around the back hallway and just outside the back exit. Oh, and there was a duplicate charge on my credit card. I highly recommend you do not park here.

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Resolved

By

July 23, 2019

Thank you for reaching out with your comment Jonathan.

Visiting the Rosmont Theater often with our friends the Crown Plaza has always been our choice. We have always been treated like family by every employee and would never use any other hotel.

I received a credit for the double charge on my parking when the issue accrued. I overreacted with my review and apologize to the manager involved. Again, thank you for everything the Crown Plaza does for our stay!

Rylander64

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Great service.

By

October 20, 2014

club

This was a very nice place to stay. Excellent staff who are very helpful. Excellent customer service. I would definitely stay again if the opportunity ever presented itself again.

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Conference Services

By

October 20, 2014

club

I was here for a 2 day conference at the Hotel. The ammenities for those of us who stayed were outstanding. We were able to use areas in the building for ad hoc meetings without any advance planning. I was especially thankful that I could have a late checkout so that my traveling companion didn't have to sit in the lobby for the last 4 hours of the conference. Restaurant had wide variety of food, not at all instutitionaly feeling. On-site parking in Chicago, a real plus.

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IHG SCORES ANOTHER WIN !!!!!

By

October 19, 2014

Arriving at the Crowne Plaza around 800PM on a Friday, after being delayed and having missed my connection due to the recent ORD traffic control issues, I was told that they were -20 on rooms. That is, they were sold out for the night.

I produced my Platinum Elite card and politely asked the staff member behind the counter if they could possibly look at any other way that they could assist me due to the flight delay, and the fact that I was stranded.....and after the he talked to the manager on duty, I was given an excellent room solely due to my Platinum membership status.

THANK YOU IHG AND CROWNE PLAZA ORD !!!!

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Great staff

By

October 18, 2014

club

Had a very good stay. Loved the service and room was clean and well appointed.

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Perfect hotel for the Convention Center

By

October 17, 2014

club

the Crowne Plaza is perfect if you need to be at the Rosemont convention center. It's a very short walk---watch out for the traffic when you cross the street. There are a number of excellent restaurants within a block or two. The rooms were very clean and comfortable, and there were plenty of places to plug in computer, phone, tablet, etc.

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Sofa Bed. Mattress very thin with springs felt while sleeping. This is in the suite.

By

October 17, 2014

club

My experience on the whole was great. I would recommend this hotel to others and use it again at any time . I would rate it as a ten star home away from home.

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Front desk service

By

October 16, 2014

I would like to thank the front desk staff William for his sincere service attitude. I had to change a room the second day due to someone smoke on that floor. The hotel was fully book that day, and William spent time to help me accommodate what I requested. Thanks

Posted byHotelStaff
October 21, 2014
Dear JudyHR, Thank you for your review. Our team is committed to providing great service to all our guests and it is great to learn that you had a great stay experience. William shares our commitment to be Great Hotel-Guest Love and will be happy to know that you took some time to recognize him for his service. Thank you for your business. We are looking forward to your next visit. Please do not hesitate to contact me directly if you need any assistance with your future reservations or if I could be of any assistance, Sincerely, Cher Jacobsen General Manager cjacobsen@crowneplazaohare.com Tel: 847.928.3700 Sincerely,
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extremely uncomfortable sofa bed

By

October 16, 2014

Other than a completely unusable sofa bed everything was fine.

Posted byHotelStaff
October 21, 2014
Dear Anonymous, Thank you for your review. I deeply regret that your stay was less than satisfactory and would like to learn more about it. Could you please call me at 847. 928.3700 or e-mail me at cjacobsen@crowneplazaohare.com so I can learn more about your stay (date of arrival, room number) and address accordingly. Thank you for your business and I am looking forward to talking to you soon. Sincerely, Cher Jacobsen General Manager cjacobsen@crowneplazaohare.com Tel: 847.928.3700 Sincerely,
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